In the ever onward march of modern technology, we humans have sometimes felt uncomfortable about the increasing automation of telecommunications – from machines calling us with recorded messages to switchboard operators replaced by numbered menus to choose from. However, we seem to be turning a corner, with many people now happy to communicate with devices such as chatbots. For example, a report from media data specialists Comscore which looked at the future of voice technology in the US, found that half of smartphone users engage with voice technology and messaging apps on their device, and one in three do so on a daily basis. According to Call Centre Helper investment in artificial intelligence (AI) technologies will increase by more than 300 per cent over the next year, and eight out of ten businesses have already implemented AI as a customer service solution, or are planning to do so by 2020. A blog by NewGenApps has looked at the top 11 ways that companies are now using AI in their business processes, and they say that "What started as a rule-based automation is now capable of mimicking human interaction. It is not just the human-like capabilities that make artificial intelligence unique. An advanced AI algorithm offers far better speed and reliability at a much lower cost … compared to its human counterparts."

Last week, Kenneth Hayne QC handed down his royal commission final report that recommended banning banks from paying trail commissions to mortgage brokers from mid-next year. Instead, the borrower will likely be required to pay an upfront fee for the service. UBank, a subsidiary of NAB, doesn't pay mortgage brokers, but its new robot-like home loan aid gives a glimpse into how the service could be provided in the future. Many commentators are speculating only the wealthy will be able to afford a broker, while regular Aussies will have to rely on an automated service. The artificial loan aid, named Mia (My Interactive Assistant) and powered by AI start-up FaceMe, will speak directly to customers through a desktop or smartphone advising on questions such as what's a variable rate to what classifies as an expense, the bank says.

Getting a mortgage is one of the few customer experiences that has, until now, been left pretty much untouched by the digital revolution. You still have to talk to someone on the phone, most likely book an appointment, and then meet with a real person face to face. But a small number of firms are starting to shake this up by going online. This week UK tech startup Habito has launched what it claims is'the world's first artificially intelligent digital mortgage adviser'. But what exactly does that mean?